Customer-driven digital analytics platform Quantum Metric has unveiled its latest suite of product offerings designed to enhance digital understanding across the customer lifecycle. Focused on simplifying how digital organisations listen to and act on the needs of their customers, the latest release includes the availability of Felix AI, Quantum Metric’s new Gen AI-powered session summarisation, powered by Google Cloud’s Gemini Pro.
Session replays, regularly used by digital organisations, provide needed visibility into the customer experience but are inherently complex and time-consuming. In fact, in 2023, Quantum Metric customers spent over 320K hours reviewing session data.
Powered by Google Cloud’s Gemini Pro model, Felix AI summarises a session in seconds, capturing the experience the visitor went through. Breaking away from the traditional session replay tools, Felix AI offers a simplified approach to digital customer listening that can be instantly quantified to understand the scale of each issue and its impact on key business metrics. Users can also dig into the details of an individual’s experience through Felix’s prompt, which enables users to ask clarifying questions, such as which campaign a customer came from.
Paul Tepfenhart, Global Director of Retail Industries at Google Cloud, commented: “We are very excited about the launch of Felix AI, harnessing the power of Google Gemini to provide clarity to the areas of the digital experience that have the greatest impact. Quantum Metric has built a Gen AI-powered product that takes their deep customer-centric data set and helps their customers accelerate their AI strategy. In the hands of digital leaders, Felix AI enables customers to transform the way teams analyze and empathize with the customer opportunities.”
Mario Ciabarra, CEO and founder of Quantum Metric, said: “In the past, our focus was transactional—how do we help the customer to make a purchase, book a flight, or open an account? The relationships we build with customers today are much more complex and span an entire lifecycle. To succeed, digital organizations need tools like Felix AI to simplify how they listen to their customers, and tools like Interactions and User Analytics to listen at scale and across their entire customer lifecycle.
“This is the beginning of a new generation of digital analytics tools, and we can’t wait to see what our digital organizations can do to further the standards for a great digital customer experience.”
